With our User Feedback feature, you can know your customers better and get the best business outcomes. There are two types of User Feedback that you can use to understand brand perception and gain useful insights:

• Call Ratings

• Questions

This feature takes the guesswork out of customer feedback. With User Feedback, businesses get a quick and easy way to gather valuable insights and opinions from their customers after each call.

User Feedback not only helps businesses understand customers better, but it also boosts the post-call engagement and builds trust.

Once you click on User Feedback in the left hand side panel, you can view the total responses and unique responders for each of your User Feedback campaigns.

1. Your User Feedback campaign goes live when you publish your feature set.

2. Click on the Publish button to publish your feature set.

3. Then, click on the edit icon to set the date range for your User Feedback campaign.

4. Your User Feedback campaign should have at least one feedback question (call ratings or question) to be made live.

5. Click on Schedule once you have selected your date range.

1. Click on the "+" sign and select "Questions" from the Add New menu displayed.

2. Type the question that you want your customers to answer as a part of the campaign. The question can be of 100 characters maximum.

3. There can be three types of feedback questions - Multi choice short, Multi choice long, Free Text. Select the feedback type from the drop down menu after typing the question.

   • For Multi choice short questions, there can be a minimum of 2 options and a maximum of 3 options.

   • For Multi choice long questions, there can be a minimum of 2 options and a maximum of 4 options.

4. Each option can be 15 characters maximum.

5. Click on “Save” to save your Question as a feedback card.

1. To add more Feedback Cards, click on the “+” sign below an existing feedback card.

2. The order in which the feedback cards are being displayed, is the same order that your customer will see the Call Ratings/Questions after answering/missing/rejecting your call.

3. If you wish to reorder your feedback cards, simply drag a feedback card above or below another existing feedback card.

Only the last 7 days data will be available for download.

1. Enter the statement/question for rating a call.

2. The feedback type is a rating system between 1 to 5 stars and cannot be changed.

3. Click on “Save” to save your Call Rating as a feedback card. To add more Feedback Cards, click on the “+” sign below an existing feedback card.

4. The order in which the feedback cards are being displayed, is the same order that your customer will see the Call Ratings/Questions after answering/missing/rejecting your call.

5. If you wish to reorder your feedback cards, simply drag a feedback card above or below another existing feedback card.

As per Truecaller's privacy policy, the below points can be noted for data that can be processed and shared as logs on User Feedback for users who have more than one sim on their device:

• The data of users who have more than one active sim on Truecaller app versions 14.25 and below cannot be shared. As a result, these logs will reflect as "Phone number not available".

• When such users update to the latest version of the Truecaller app that allows them to manage their data sharing preferences, Truecaller will be able to collect and share the exact number of the user in line with the latest privacy policy.

• The data of users who only have one active sim which is registered on Truecaller will be available without any impact across all versions of the app.

Currently, businesses can create campaigns with the following call types:

• Missed / Rejected Calls: Campaign to gauge feedback from users who missed/rejected the call from your verified business.

• Answered Calls: Campaign to gauge feedback from users who answered the call from your verified business.

• The campaign name should be easily identifiable with the purpose of the feedback campaign being setup.

• The campaign name is a mandatory step in creating a user feedback campaign.

• You can give a campaign name with a limit of 50 characters.

A maximum of 3 feedback questions can be added to a user feedback campaign. These can be a combination of Call Ratings and Questions [Multi-choice short, Multi-choice long, and Free Text] or either of them.

Yes, feedback questions order can be changed only while creating a new campaign. Drag and drop the campaign cards to shuffle the order of questions.

1. After setting up your Verified Business Caller ID, you can enable User Feedback in your feature set.

2. Click on the User Feedback toggle to activate it.

3. If you have an older User Feedback campaign, you can select it or you can create a new one.

4. Start by giving a name to your campaign (max 50 characters).

5. Add a description of the campaign within 255 characters.

6. Select when the campaign should be triggered - when a customer answers your call or when a customer misses your call or rejects your call.

To access your available list of campaigns, click on the User Feedback under the Features section in the left hand side panel of the console.

1. Post this, you can need to further configure your user feedback by clicking on the “+” sign to add individual questions as feedback cards.

2. Select the type of question you wish to add - Call Ratings or Question.

Businesses can set up user feedback campaigns in two formats:

1. Call Ratings: Available only on Answered calls to gauge the quality of the call. This helps businesses to optimize calling efficiency and performance.

2. ​Questions: Available on Answered, Missed and Rejected Calls to ask qualitative questions from users, helping drive business insights.

No, you cannot edit a User Feedback campaign once it is live.